Job Description

Role Purpose

The Control Room Manager is accountable for the leadership, performance, and operational excellence of CASI's control room, ensuring compliance with service level agreements (SLAs) and client requirements. This role demands proactive leadership, a high level of situational awareness, and the ability to make quick, accurate decisions under pressure -- including being available to support the control room after hours, on weekends, and during emergencies.

Key Responsibilities1. Operational Management

Oversee daily control room operations across all shifts (21 staff total, 7 per shift). Monitor and drive performance on key indicators:

Acknowledgement times

Call handling times

Dispatch times

Response times

Ensure the accurate and timely writing of incident reports. Implement and track new client requirements, ensuring smooth integration into operations. Maintain readiness to step into operations during peak demand or emergencies.

2. People Leadership

Recruit, train, and onboard control room controllers to meet operational needs. Manage payroll inputs, timesheets, and shift rosters. Enforce discipline consistently, ensuring adherence to SOPs and operational protocols. Mentor and develop team members, ensuring high morale and performance. Conduct regular performance reviews, with targeted coaching for underperformers.

3. Compliance & Quality Assurance

Maintain strict adherence to emergency service standards and client SLAs. Audit control room data daily to identify anomalies, trends, and performance gaps. Ensure control room procedures and documentation are always audit-ready.

4. Incident Management

Lead and coordinate control room response during major incidents. Ensure rapid escalation, accurate communication, and effective coordination with internal and external stakeholders. Conduct post-incident reviews and implement corrective actions.

5. Continuous Improvement

Analyse operational data to identify trends, recurring issues, and improvement opportunities. Develop and implement solutions to reduce delays and improve service quality. Stay updated with best practices in emergency service control rooms and apply them to CASI operations.

Key Skills & Competencies

Leadership & Authority:

Able to enforce rules, maintain discipline, and hold people accountable without unnecessary confrontation.

Decision-Making Under Pressure:

Capable of making rapid, informed decisions in high-stress environments.

Analytical Skills:

Strong ability to interpret operational data, identify patterns, and detect inconsistencies.

Problem-Solving:

Resourceful in addressing operational challenges with practical, executable solutions.

Communication:

Clear, concise, and authoritative communication style, both written and verbal.

Technical Proficiency:

Comfortable with control room technology, dispatch systems, and reporting tools.

Client-Focused:

Able to manage client expectations and ensure delivery against commitments.

Qualifications & Experience

Minimum 5 years' experience in a control room or emergency services environment, with at least 2 years in a leadership role. Proven track record of improving operational KPIs in a time-sensitive environment. Experience in disciplinary processes and team performance management. Strong background in data-driven decision-making and operational reporting. Training in incident management or emergency services protocols is advantageous.

Availability Requirements

Willingness and ability to be contactable and respond to operational issues after hours and on weekends when required. Flexible approach to working hours to support operational needs.
Job Type: Full-time

Pay: From R5000,00 per month

Application Question(s):

Willingness and ability to be contactable and respond to operational issues after hours and on weekends when required Flexible approach to working hours to support operational needs Valid PSIRA Number
Experience:

Control Room Manager: 5 years (Required)
Language:

English (Required)
License/Certification:

Drivers license (Required)
Willingness to travel:

50% (Required)
Work Location: In person